Frequently Asked Questions

Consider your playing level, preferred music style, body comfort, and budget. Beginners may prioritise a comfortable body, moderate string action, and accessible support channels. If you have specific recording or performance needs, also consider wood combinations, body response, and the pickup system. If possible, visit anauthorised Kepma dealerto try the guitar in person.

Please buy from an authorised dealer listed on the Kepma website or through official retail channels. Verify the store's authorisation before purchasing, keep your order confirmation, invoice, or receipt, and verify the product through the authenticity verification page on the website.

Visit thedealer locatorpage to browse authorised stores by region. Stock, prices, and demo models vary by location, so we recommend calling ahead before visiting.

Check that the internal label, product code, and accompanying documents are complete, then use theproduct verificationtool on the website. If the verification code is invalid or has been reused, or the information does not match the instrument, stop and submit the code, proof of purchase, and clear photos to after-sales service.

The serial number is an important identification clue, but coding rules vary by year and product line, so it does not necessarily reveal every detail on its own. For help identifying an instrument, please send photos of the front and back of the body, the headstock, the internal label, and the serial number, along with where it was purchased, so Kepma or an authorised dealer can verify it.

The website usually lists current products. Discontinued models, regional versions, collaboration editions, or early production runs may not be listed. Please contact the store where you bought the guitar, or send photos of the product, the internal label, and the serial number to our support team for historical information.

Published specifications can be found on the relevant product pages. Natural wood grain and colour may differ from reference images, and configurations can vary by year or production run. To confirm the specifications of a specific instrument, refer to its internal label, accompanying documents, and official confirmation.

Included accessories vary by model, bundle, sales region, and promotions. Refer to the product listing, the packing list, and information provided by the retailer. Check the contents immediately after unboxing; if anything is missing or damaged in transit, keep the packaging and contact the seller right away.

Yes. Kepma currently accepts Custom Shop orders. Please reach us through ourcontact form.

Warranty eligibility is generally based on valid proof of purchase from an authorised channel and the applicable warranty policy. Keep your invoice, order record, receipt, and photos of the internal label and serial number. The official terms in force at the time of purchase apply.

Warranty continuation for second-hand products depends on the original proof of purchase, the warranty terms, the condition of the product, and regional policy. Confirm with the original retailer or official support before completing the transaction. Even outside the warranty period, authorised service points can usually offer paid inspection or repair advice.

The original retailer is usually best placed to verify your order and warranty eligibility, but it is not always necessary to go through them. Contact the original retailer first. If they are too far away or cannot handle the request, use the after-sales service form on the website to describe your location and the issue so the team can recommend suitable service options.

Prepare your proof of purchase, product model, serial number, contact details, a description of the issue, and clear photos or videos showing the problem. For environment- or setup-related issues, also note recent temperature and humidity, string gauge, and whether the instrument has been disassembled or adjusted. Complete information helps us assess and resolve the issue efficiently.

The typical process includes submitting the issue, an initial document review, delivering or shipping the instrument, technical inspection, approval of the proposed plan, repair, and final testing. Do not ship the instrument before receiving confirmation. Shipping arrangements, costs, and estimated turnaround times are subject to the written reply from the service representative.

Parts availability depends on the model, year, stock, and safety requirements. Ask an authorised technician to confirm the specifications of knobs, tuners, pickup assemblies, bridges, pickguards, and other parts. Structural or electronic parts should not be chosen or installed on appearance alone.

Accidental impact, water damage, improper storage, exposure beyond the recommended environmental range, normal wear, unauthorised modifications, and incorrect setup may not be covered by the warranty. Natural wood grain variation and reasonable signs of use are not manufacturing defects. Final determination requires inspection by Kepma or an authorised service representative.

Get confirmation from the service team first. Then follow their instructions to slightly detune the strings, secure the headstock and body, remove loose items, and use a hard case or reinforced box of the right size. Photograph the packing before sealing it and keep the waybill. If the guitar arrives in extremely cold or hot weather, do not open the case immediately.

Wooden guitars are sensitive to humidity changes. Keep the instrument in a stable, comfortable indoor environment and monitor conditions with a reliable thermometer and hygrometer. Avoid prolonged exposure to extreme dryness, high humidity, heat, direct sunlight, or air-conditioning vents. If the top warps, the action changes suddenly, or a seam looks abnormal, stop adjusting and arrange an inspection as soon as possible.

When the temperature difference between outdoors and indoors is large, let the sealed package approach room temperature gradually indoors before opening. Rapid temperature changes put extra stress on the finish, glue joints, and wood. Ask your seller how long to wait based on the temperature difference and the packaging.

After every session, wipe sweat off the strings, neck, and body with a clean, soft, dry cloth. Before treating stains, identify the finish type and use compatible instrument care products. Never spray cleaner directly onto the guitar, or let liquid enter the soundhole, seams, or electronics.

Not exactly. Satin finishes should not be polished frequently or treated with wax or abrasive products, which can create shiny patches. Gloss finishes should also be kept away from cleaners of unknown composition. The safest approach is to test on a small area with a clean, soft cloth first, or consult official support.

Wipe off sweat and put the guitar into a suitable hard case or gig bag. Keep the environment stable, away from direct sunlight, heaters, damp walls, and car trunks. Periodically check temperature, humidity, string corrosion, batteries, and the structural condition of the instrument. For models with pickups, remove the batteries as instructed if the guitar will be unused for a long time.

There is no fixed interval; it depends on playing frequency, sweat, environment, and tone preference. Change the strings when you notice obvious corrosion, unstable tuning, a rough feel, loss of tone, or localised deformation. When replacing a full set, choose a gauge compatible with the guitar's design and setup.

Before travelling, check the carrier's policy on instrument size and baggage. Use a sturdy hard case whenever possible and secure loose items inside. Never leave the guitar for long in direct sunlight, extreme cold, or a closed vehicle. After arriving somewhere with a large temperature difference, let the instrument acclimatise gradually before opening the case to tune.

Wood reacts subtly to temperature, humidity, and string tension. Shipping and seasonal changes also affect the neck, so the action is never permanently fixed. Let the instrument settle in a stable environment first, then have a professional assess the neck relief, nut, saddle, and top as a whole.

First determine whether the cause is old strings, loose parts, fingernail contact, or playing force. Note which string and fret produce the noise, and whether it occurs on open or fretted notes. Fret buzz can also relate to humidity, neck relief, frets, or action. Until the cause is identified, avoid repeated truss-rod adjustments.

Truss-rod adjustment requires assessing neck relief and the root cause first. The wrong direction or excessive turning can cause damage. If you lack measuring experience or the right tools, seek help from an authorised dealer or a professional technician. If you must do it yourself according to the product manual, use the correct tool and adjust in small, gradual steps.

Not necessarily. Different series, years, or constructions may require tools of different sizes and lengths. Use the supplied tool, the product manual, or officially confirmed specifications. Never force an incompatible metric or imperial wrench into the adjustment hole.

You can choose the gauge that suits your playing, but changes in tension affect neck relief, action, intonation, and feel. Larger gauge changes may require a new setup. For small-body, special-construction, or alternative-tuning instruments, check the product recommendations first and avoid unsuitable tension for extended periods.

The position must take internal structure, force direction, and playing balance into account. Improper drilling can cause cracking or affect the warranty. Have an authorised dealer or a professional technician choose the position, drill the pilot hole, and install the strap button. If you prefer not to drill, use a compatible headstock strap adapter.

First check the amplifier, cable, connectors, and volume settings. Then check the battery level and polarity as instructed. If the problem persists after changing the cable or battery, stop unplugging and re-plugging the cable or dismantling the electronics. Record the symptoms and contact support for inspection.

New strings need time to settle. Wind each string neatly with the proper number of wraps, tune, stretch gently, and tune again. If tuning is still unstable, check the tuners, binding at the nut, bridge security, and string installation.

A professional inspection is recommended if you experience persistent fret buzz, obvious action changes, difficulty fretting, intonation problems, a change to different string gauges, long-distance shipping, or significant seasonal changes. A setup should reflect your playing force and actual needs; lower action is not always better.

Reversing the strings directly is generally not recommended. Right- and left-handed guitars may differ in nut slots, saddle compensation, pickguard position, and some internal structure. Direct conversion causes intonation, action, and pickup balance problems. Choose a factory left-handed model whenever possible; if conversion is unavoidable, have a professional evaluate it first. Kepma offers a left-handed version of every model - contact us for details.

Use the humidifier together with a reliable hygrometer, and place it in the case or soundhole following the manufacturer's instructions, keeping liquid away from the wood. Once the proper range is reached, reduce or stop humidifying; do not keep adding water based on the season or feel alone. Check regularly for leaks, drying out, or malfunction.

Yes. Prolonged high humidity can cause the top to swell, raise the action, dull the tone, and corrode metal parts; in severe cases it can also affect glue joints. If you notice these changes, stop humidifying and return the guitar to a humidity-stable case to recover gradually. Never use a hair dryer, heater, or direct sunlight to dry it out quickly.

When a guitar moves suddenly from a cold environment into a warm room, the wood and finish expand at different rates, producing fine finish cracks (known as finish checking). Do not open the case immediately after winter shipping; let the whole instrument acclimatise slowly inside. If cracks go deep into the wood, move when pressed, or are accompanied by unusual noise, stop playing and have a professional inspect it.

String tension causes some natural deformation of an acoustic guitar's top, so slight, even swelling that remains stable over time is not necessarily a fault. If the swelling suddenly becomes more pronounced or asymmetric, especially together with a clearly higher action, a lifting bridge, or cracks in the top, have a professional inspect it as soon as possible.

Do not keep the guitar under full string tension. A lifting bridge can result from dryness, excessive humidity, glue failure, or long-term tension. Detune the strings gradually and arrange repair as soon as possible. Do not inject glue into the gap, press it with weights, or clamp it yourself - this can worsen damage to the top and make repair harder.

No. Steel and nylon strings differ significantly in tension, diameter, anchoring, and structural requirements. Steel strings can damage the bridge, top, or neck of a classical guitar. Standard nylon strings on a steel-string guitar can result in low volume, poor anchoring, and poor intonation. Always use the string type specified for the instrument.

Repeated breaking at the same spot is usually not normal string wear. If the break is near the nut, the saddle, or the tuners, check the contact points for burrs, overly sharp angles, or incorrect slots. Do not simply keep replacing strings; have a professional correct the contact point to avoid damaging every new string.

Too much capo pressure, or placing it too far from the fret, stretches the strings and raises the pitch. Place the capo close to the fret and use the minimum pressure that produces clean notes. If the guitar is still clearly out of tune at different positions, check the string condition, nut slots, and overall intonation.

Many acoustic pickup systems switch on automatically when an output cable is plugged in, even without an amplifier connected. Unplug the cable after playing. Remove the battery for long-term storage to prevent leakage and damage to the battery compartment. Use only the battery type specified in the product manual.

First reduce the volume and low-frequency gain, and avoid pointing the soundhole directly at the amplifier or stage monitors. Adjust your position, and use phase, notch filters, or anti-feedback controls if available. Use a soundhole cover matched to the body if necessary. Start at low volume and increase gain gradually while testing.

Piezo pickups require flat, even contact between the bottom of the saddle and the pickup strip. An uneven saddle bottom, debris in the slot, uneven string pressure, or incorrect part dimensions can make some strings much louder or quieter than others. Do not mask the problem with extreme EQ; check the installation first.